Senior Program Manager, GREF – Global Support Operations

Description The Global Real Estate and Facilities (GREF) organization seeks a strategic support partner to transform how we leverage AI-powered insights and translate them into critical execution plans across our EMEA portfolio. GREF manages Amazon's corporate office portfolio in 60+ countries, supporting 300,000+ employees globally. This role develops new approaches to extract actionable intelligence, driving decisions that enhance Amazonian workplace experience and identify cost-to-serve reduction opportunities at scale. AI-Powered Insights & Decision Enablement - You will employ AI and analytics to uncover non-obvious patterns and opportunities. - You will conduct deep-dive analyses that challenge conventional thinking, translating complex datasets into recommendations that shape portfolio decisions and areas of investment. Your creative problem-solving will introduce innovative methodologies for sizing and prioritizing the most impactful opportunities across listening channels, aligning stakeholders on prioritization and execution of initiatives to improve customer experience and controllership across our matrixed organization. - You will drive insights to action by building compelling narratives that secure leadership commitment. - You will develop nimble, low-friction frameworks that accelerate decision-making and improve decision quality. - You will design and run business reviews that enable leadership to track performance, identify risks, and adjust course. Your ability to synthesize data from service requests, performance metrics, employee feedback, and operational costs will enable predictive insights. Cross-Functional Collaboration & Execution - You will operate comfortably across domains, building partnerships with Business Intelligence, Technology, Operations, Regional Teams, Finance, Customer Insights, and Design and Construction. You will navigate ambiguity and wear many hats—moving fluidly from analytical deep dives to tactical execution. When launching initiatives, you will advise stakeholders on Operational Support teams to engage—Customer Insights for research, Help Desk for service support, Communications for change management. - You will partner with regional teams to implement data-driven improvements and lead transformation programs that reduce service defects. - You will collaborate with regional leaders to deeply understand regional and local context, developing recommendations that balance objectives with operational realities. - You will champion local requirements while helping teams implement enterprise solutions. Ideal Candidate Profile - You bring extensive experience operating in ambiguous environments where you've worn many hats. - You move seamlessly between strategy, analytics, and tactical execution. - You have demonstrated comfort in AI-powered analytics (and passion for continued learning and development) with a proven record of introducing novel approaches that drive measurable impact. - You excel at building partnerships across diverse functions and translating insights into clear and concise narratives. - You have experience designing and running business reviews. - You know when to tap specialized teams to enable successful change management and rollouts. - You deliver results in customer experience and cost optimization across matrixed organizations. Key job responsibilities - Build and maintain strong partnerships with regional stakeholders, serving as a bridge between local operations and global programs - Lead monthly business reviews, leveraging comprehensive performance data to drive action plans and accountability with regional teams - Analyze service request data and operational metrics to identify trends, risks, and improvement opportunities across regional support operations - Partner with regional leadership to prioritize and implement high-impact improvements while ensuring alignment with global objectives - Champion regional requirements and operational nuances in global program development while facilitating successful local adoption - Drive continuous improvement initiatives through data-backed recommendations and cross-functional collaboration Basic Qualifications - Experience using data and metrics to determine and drive improvements - Experience in program or project management - Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.) - Bachelor's degree - Knowledge of general AI tools Preferred Qualifications - Experience leading process improvements - Experience working cross functionally with tech and non-tech teams Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( https://www.amazon.jobs/en/privacy_page ) to know more about how we collect, use and transfer the personal data of our candidates. Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. 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